Reference9:IQM Server Setup

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The parameters for the setup of the iQM sever are configured here.


Contents

Panel COMMUNICATION

IP Address PBX

IP address of the innovaphone PBX, for example 172.14.5.6. If you operate the innovaphone PBX on a specified Port address you have to specify this (for example “172.14.5.6:1234” for port 1234), in usual setups not necessary.

Admin user

Admin user for login the PBX (for example “admin”)

Admin Password

The password to access to the PBX (for example “ip800”). Please note that the credentials must be the one of the Administrator( General/Admin) or of a PBX-user with at least "Viewing Only" PBX-rights( PBX/Objects/Edit_Rights). From a security point of view, it is recommended to use the PBX-user for authentication. It is recommended to use the SOAP user(see below) for this purpose. As a result, the SOAP user should have at least "Viewing Only" PBX-rights and a password.

For more information on the different account types, have a look at Course11:Advanced_-_innovaphone_Security_Features#Managing_accounts

Dyna-PBX-id

if the iQM should work on a dyna-PBX (multiple PBX) you must define the ID of that PBX (example: “987654321”, see dyna PBX for the ID). Left blank if iQM is not working on a Queue located in a dyna-PBX (typical setup).


SOAP user

indicate the name of the SOAP user in the innovaphone PBX. Remember that the “soap user” is just a normal user object, requires no license and has no number. PBX: Specify a new user in the PBX (to simplify we recommend to give name, short name and display name the same one) and assign a group to this object and make the group active (*). Remember that all agents have to be in that group, but not active.

It is a good idea creates a SOAP user just for the iQM. In some scenario there are also running other SOAP applications (for example a TAPI), and therefore all users are SOAP members. But the iQM needs information just from the agents. To speed up the system (for example in the startup) create a dedicated SOAP user and assign it to the agents.

HTTPS

Select if you have activated the HTTPS flag in the PBX. Please note that a port indicated in the IP Address PBX field is ignored. Do not flag if no HTTPS is switched on in the PBX.

No Unreg Warning

If checked iQM will not give warnings if innovaphone IP Phones are detected as not registered during the start-up or becomes unregistered during operation.


iQMagent client port

Indicate the port for the iQM clients, default is “9090”. Of cause you must also indicate the same port in the iQMclient setup. In the iQMclient you have to indicate also the IP-address of the PC where iQMserver is running. The field “own IP address” shows you the IP address of the iQM server PC.

If you install on a PC several iQM remember to assign in the Setup for each different Port Number for the communication with the client. If you leave default port (and so the same one) the second iQM will crash after start-up.

Password

If the access of the client to the iQM Server should is protected by a password you have to insert it here. (build 80181)

own IP address

Shows the IP address of the PC, this is the iQM server address for the client setup

Panel STANDBY PBX

Standby PBX IP-Adr.

IP address of the innovaphone Standby-PBX, for example 172.14.5.6. If you operate the innovaphone PBX on a specified Port address you have to specify this (for example “172.14.5.6:1234” for port 1234), in usual setups not necessary.

If this field is blank no standby PBX is defined.

Admin user

Admin user for login the Standby-PBX (for example “admin”)

Admin Password

Indicate the password to access to the Standby PBX (for example “ip800”). Please note that the credentials must be the one of the administrator, the SOAP session requires full access to the PBX.

HTTPS

Select if you have activated the HTTPS flag in the Standby-PBX. Please note that a port indicated in the IP Address PBX field is ignored. Do not flag if no HTTPS is switched on in the Standby-PBX.


Panel QUEUE

Queue Long Name

Long Name of the waiting queue to monitor (example: "myQueue”) . PBX: Assign an active group to this Queue in the PBX and put also all Agents in. This is also the Primary group to point on in the WQ configuration. This group must be a dynamic group for Agents. See picture at the end of this article or local help or read the howto article if not clear.

The name and the long name in the PBX must be the same! If not no Wrap-up is possible.

Group Label

If blank the name the Queue Long name is taken as description in the header of the column of the agent list. In many cases the name of the queues in the PBX are not very clear, long and complicated. If so insert a nice label that is clear for the agent.

Agent Group

This information will be read out from the PBX setup and has not to be configured.

Queue Password

myPBX password for the Queue, if blank name resolution is switched off.

Form V13 or higher this feature is no longer supported. Agent could use myApps Client to shows names.

Build 80259

The iQM server will switch off this feature automatically when version >12 is detected.

Form build 80259 the SW Vwersion of the PBX is displayed in the main view of the iQM Server.

PC sound if Alarm

If one of the thresholds is reached and the iQM signals an alarm (relative button is flashing red and alarm counter is increased) the PC play the Wave file indicated in the “File” field. If no file is indicated the innovaphone MOH is played.

Alarm auto reset

the PC will play the file in loop until the alarm is quitted if this field is blank. Here you can define in seconds a maximum duration of playing even is the alarm is not quitted. Example: “10” – the PC will play for 10 seconds after the alarm goes on and then stop playing.

File: pressing the button a file dialog windows appears and you can define the wave file to play.

Ignore Presence

If checked a present status of an Agent will be ignored by iQM. If not checked an Agent with an active presence is considered as “not available”. Note that the call processing will not depend on this setting (but remember that you can influence that in the WQ itself).

Allow Agent Forking

If checked an Agent can even be a not registered Phone, if a Forking e164 destination is configured in this user object the iQM consider that Agent like a registered one. So if he is in the group he will become calls, and the counter “ready” will also count hose dummy forking extension. On start up anyway the error “no registered Phone” appears (the triangle in the agent count), to avoid that switch on “No Unreg Warning”. In the Agent list instead “UREG!” a “UNREG/FORK” is displayed if idle. Wrap up etc. will work like on a “normal” Agent user.

Minimum Duration

Calls waiting in the queue shorter than this threshold in seconds are not considered abandoned calls if they give up. Leave blank or set 0 to disable this feature.

No dereg CNT

If flagged an Agent not registered in the PBX is not displayed as “in group” (even if technically he is in the group). Do not flag if forking is an option.

2. Queue Name

in this field you specify the name of the 2nd WQ.

2. Group Label

Same issue like the one for the first group

2. Dyna Agent Group

Name of the second agent group (the one where the second waiting queue is pointing on). See picture at the end of this article or local help or read the howto article if not clear.

2. Agent Group (dyna)

This information will be read out from the PBX setup and has not to be configured.

Panel DATA LOGGING

Actual path of log files

iQM stress the files as default (on first start up and if never defined a path) in the application user directory (typically “C:\Users\YourAccount\AppData\Roaming\”). If more than one iQM should work on one single PC you can activate them installing using different PC users. But it is simpler install all the iQM’s with the same user indicating different path for data logging (and user setup, it will be used is the same path). So in this filed you will see the actual path. Remember that even the setup data are stored in a file in this directory. All iQM files will start with “iQMxxx” and are simple text or XML files.

Set log directory

if you press this button a path dialog window will appear and you can define the path for data and setup data. This path will be stored in the directory where iQM is running in a file named “iQM_Logdir.txt”. If that file exists iQM will load the path and then try to load and store the data there. If you like return to the default path (“C:\Users\YourAccount\AppData\Roaming\”) you have to indicate that in the Path or delete the file “iQM_Logdir.txt”.

CSV character

In the log file a record contains different data. If nothing indicated in this filed a space will separate the single data fields in a record. Example “10.01.2011 17:44:00 00000:12” – between date, time and counter value is a space. If in this filed you indicate for example a “/” the result will be: “10.01.2011/17:44:00/00000:12”.

iQM ID

iQM can send an Email to the supervisor. In the object field will be indicated the text of this field (max. 20 character). This is usefully if more iQM reports to the same supervisor, so with a glance he can identify the iQM “sender”.

e-mail

e-mail account: the e-mail destination adress for the reports (example: kwa@innovaphone.com)

e-mail server: e-mail server address (example: 135.23.34.1)

Password: password for e-mail (not necessary if MS exchange)

The following four options switch on the sending of e-mails:

Mail each hour: the Actual hour counters are send to the supervisor each hour.

Mail each day: the Actual day counters are send to the supervisor each midnight

Mail if alarm: if an Alarm trigger an email containing the alarm counters value is send to the supervisor.

Note: if email is activated (account/server defined) an email is automatically generated when the reset button is pressed, the value of the resettable counters are transmitted.

Hourly queue Status: If checked each hour at 45 a mail with the quarterly queue data in the message body is send (from build 80040)

Skip empty: If checked just if calls occurs during the hour the a email is send(from build 80040)

From Build 80266: if the field "From e-mal domain" and "To e-mail server" is blank the software try to start Outlook for sending the mail. Mail to all usual destination are possible (depending just on the outlook client setup). The PC must therefore have a valid Outlook installed.

LAYOUT

Monitor Label

is the label displayed in the top line if iQM

Language

Select the language. See relative Wiki article for further information.

Presence idle label

If an agent has no presence the default wording for that status is “idle”, but some customer want to see for example a “-“ or “no”. If blank the standard idle is used, otherwise the word indicated here.

Password for setup

if defined it is necessary to input the password to access to this menu, if black direct access is possible. Please note that after inserting the password you have to press the “setup” button again.

Always in foreground

if selected the iQM form is displayed always on top of other windows even without focus.

Presence idle label

Set the wording for the idle status in the iQM Agent list view.

Work as Supervisor

From Build 80308

If flagged the iQM server switches to a Supervisor mode server. A supervisor server can be reached from an Agent Client switched also in the Supervisor mode (see related setup help).

A supervisor server only provides status messages, so it does not record any statistics and does not act.

It typically runs parallel to other iQM servers. Up to 6 queues can be monitored (if required, several Supervisor Servers can also be operated in parallel).

Please note that an iQM running in this mode has a different layout.

In this mode the list of agent has to be present in the log directory, in a text file named “iQMAgentlist.txt”. In this text file all agents have to be listed (independent from the WQ they belong). The list entry can be the Long Name of the Agent or simple the extension number.

In the iQM Client pointing on that server the switch in the Dashboard Tab called “Work as Supervisor” has to be checked, after that e restart of the client is necessary.

If working in this mode do not fill out (leave blank) any panel except “COMMUNICATION” and LAYOUT”!

x. Queue Long Name

Enter the queue name if the iQM works as an Supervisor iQM.

Note that the agent names or phone numbers of all queues must be specified in a file iQMagentlist.txt


Panel AGENT EXCEL LOGGING

Logging ON

Select if you want switch on the Excel Data logging.

CSV Logging radio button

Actual supported mode of logging, Excel is not required on the iQM Server. Data is saved in CSV mode. See relative Chapter for details.


Send each day

If selected data will be transmitted each day at midnight (if not just at the end of the month).

Send Agent (80096)

If not checked no individual Agent Data are send.

Ring THD

Ring Time Threshold in seconds. If not equal zero or blank (feature off) each time a call rings longer than the indicated seconds on a set of an Agent a counter in the Excel Statistic will be increased.

Send WQ (80096)

If not checked no WQ Data are send.

Waiting TH (80096)

Threshold in seconds, the number of calls waited over that value are reported in a separated column in the queue 15 Minute report.

Log only calls from WQ (80096)

In the Agent log all incoming calls are counted, even for example the one from internal extensions. If this option if checked just calls coming from the WQ to the Agent are counted in the statistic.

Carryover (80180)

If a call is in the WQ and a measuring time period (a quarter hour, an hour, a day) changes the waiting time of the actual call is saved in the actual period and immediately starts with zero in the new period. If in this situation a peak is reached and the peak counter is counting the new peak value is saved in the new period. If in the new period no call is longer than the peak apparently a wring peak is stored, a simple miss interpretation of the system behaviour. Now in the setup a carryover Flag can be set, if checked, a waiting call is added to the new period. Please note that in this case the total amount of waiting time of two periods cannot be added.

Panel CBR DATA

(Build 80269)

IP addr.

If the Call Back Request Data (IVR) from the XML are stored on a CF insert the IP adress (example: "192.168.50.2").

If the CBR Data are stored on a Webdav add webdav (example: "192.168.50.3/webdav")

If the CBR Data are stored on a mSata App Platform (example: "myPlattform.myPBX.com")

Leave blank to switch off the feature.

User/Password

Put in the credentials to access to the storage device (for example "admin" and "Ip811")

Path CBR

Indicate the path on the CF where the XML is running (Excampe CF: "/DRIVE/CF0/iQM/", example webdav "/log", example mSata "/files/myDir/IVR", for path check "i" in files).

Leave blank if feature is off.

Note: do not enter the "/DATA" subdiretory

Outbound

Flag to switch on the Outbound Feature. Note that the fields "Path Outbound", "National Prefix" and "Trunk access code" are valid only for the outbound Feature.

Path Outbound

Indicate the path to the drive and directory where the outbound campaign files are stored. (Example: "c:\outbound" , "\\myNetdrive\dfs\Out". The access must be allowed to the application without login.

Nat.Prefix

Enter the national prefix (example "0049" for Germany.). This is required for import normalization of numbers.

Trunk

Enter the trunk access code (example "0"). This is only necessary if importet numbers have not the access code.

Abandoned call overflow in IVR

Build 80247 If the recall list is full and calls are not recalled will be saved in the IVR. If this feature is on no CF will be checked! The abandoned calls are only passed to the IVR if no Agent did a recall. Once passed, the missed calls will not be returned to the missed call list even if this list is empty.

Notes

All parameters are stored in an xml file named “iQM_Setup.xml” in the directory of the log files. If deleted the iQM will start blank (in this case no communication is tried) like after a initial installation, if this file is copied to an other installation you have done a clone (just from the setup,remember that the license is stored in the PBX). In theroy this file can also be edited with a normal text editor. All password are encrypted in the setup file.

Until this page is open communication with Agent/the PBX is interrupted. Therefore a long opened session will cause a new setup session for the SOAP communication while Agents probably will go into a timeout and have to restart their session. This behavior is independent if the setup is leaved with or without saving of the setup data.


Some setup parameter requires a reset (for example a new IP-Adress), means a new start of the application, some not (for example a different Layout). A warning triangle will show you in the iQM view if a restart is necessary or not.


image:IQM081.png‎

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